The Air Elite FBO Network, sponsored by World Fuel Services, is leveraging its years of experience in business aviation and customer service with the implementation of an in-house staff training program. Developed over the past two years, the Air Elite Service Culture Training Program is based on the industry-standard Ritz-Carlton customer service course. It is intended to ensure consistently elevated service across the Air Elite network, which consists of 85 locations worldwide.
Customer service has always been one of the group’s main pillars, and the new two-day course covers all FBO customer touchpoints, from line staff to customer service representatives. Participants are surveyed at the conclusion of the course to gauge its effects on their service philosophy. Thus far, 29 network locations have completed the program, which has earned positive responses.
“The training ensures that our members recognize opportunities to create memorable moments and deliver elite service,” said Larry Wade, president of Golden Isles Aviation, an FBO in St. Simons/Sea Island, Georgia. “Pilots and flight departments can be certain they will experience a high quality, safe, and consistent level of service.”
The remaining members of the network are slated to complete the program by the first half of 2022, and Air Elite will provide options for new employees going forward. Newly accepted FBOs will undergo the training soon after joining the network.